Inside Sales Lead

Inside Sales Lead

The overall purpose of an Inside Sales Lead is to provide strategic leadership guidance and support to a team or department within an organization. They are responsible for fostering a positive and productive work environment achieving team goals and ensuring the teams success while aligning with the organizations overall objectives.

Job Duties and Expectations

• Responsible for daytoday incident management service reporting and noncompliance interventions
  

• Work with STL and/or OM in preparing allocation planning and capacity forecasting.
  

• Responsible in preparing monthly/quarterly project reports
  

• Responsible for KPI and Performance management including but not limited to delivering corrective actions.
  

• Performance Improvement plans Quarterly STAR review and Annual IDP reviews.
  

• Accomplishes High Level responsibilities of the Team Leader
  

• First Point of Contact for Client Escalations
  

• Immediate contact of clients for instructions clarifications and issues that need immediate attention.
  

• Manage daytoday activities of the team (viz briefing feedback and monitoring)
  

• Ensure compliance to procedures and policy guidelines encourage and motivate agents in a highpressure job environment.
  

• Manage shrinkage & attrition for their respective teams as per the process and organizational goals.
  

• Facilitate issue resolution and making sure that client KPIs goals and targets are met.
  

• Act as liaison for both internal and external groups for program initiatives
  

• Work with the Sr Team Leader and/or Operations Manager in creating Prime Program initiatives to drive performance.
  

• Communicate clear instructions to Team Leaders and Stewards
  

• Assists management with hiring processes and new team member training.
  

Management and Administrative Tasks

• Coordinate with HR and Finance departments with concerns such as team members concerns that are directly impacting the employee HR and Finance
  

• Resolve any exceptional cases that may arise within the team.
  

• Motivate and lead the team in attaining target scores for quality productivity and overall Key Performance Indicators.
  

• Creates and implements process improvements.
  

• Responsible for tracking the team attendance and leave consumption.
  

• Preparation and generation of Weekly Productivity Reports
  

• Provide immediate coaching to Associates (first level) for deescalation.
  

• Facilitate Team Activities and Internal Program initiatives.
  

• Ensure delivery and signoff of memos and policy guidelines to the team.
  

• Immediate incharge of escalation whenever there are IT or any Technical issues.
  

• Training and onboarding of new hires (mock calls call shadowing scripting and reporting).
  

• Other administrative tasks analogous to the above.
  

• Adhoc tasks and deliverables as directed by the Senior Team Leader or Manager.
  

Associates

• Oversee and provide assistance to the Inside Sales specialists.
  

• Back filler in case of shortage in manpower.
  

• Full compliance with the Employee Handbook.
  

Customer/Client Management

• Point of contact for a group of Inside Sales Specialists
  

• Assist the Senior Team Leader / Operations Manager in managing client directives and instructions.
  

• Ensure meeting sales targets and smooth service delivery to the client.
  

• Build good relationships among Inside Sales specialists.
  

• Liaise with clients and address clients queries.
  

• Build relationships between clients/colleagues/departments/branches/business partners/dealers.
  

• Manage client directives and instructions.
  

• Ensure efficient and smooth service delivery to the clients.
  

• Address client complaints and resolve problems.